FREQUENTLY ASKED QUESTIONS
Checking your order status.
To check your order status please visit your account dashboard and choose the order you wish to track.
Your order is one of these stages:
- Unfulfilled
- Dispatched
- Delivered
Unfulfilled - Your order is still waiting in the queue to be dispatched. It may already be picked or even packed, it just has not been picked up by our courier service yet.
Dispatched - Your order has been dispatched and is in the courier's hands on its way to you. You can view your tracking link from the email provided or visit your account after logging in at usafoods.com.au
Delivered - Your order has been delivered!
Dispatch Queue
All Standard orders are placed in a processing queue where they are picked and then packed for nationwide delivery. We have many orders from all over the country that must be packed with care (More info below). This may take between 2-16 days for your order to dispatch depending on the time of year and recent sales or restocking events.
Packing Standards
We strive to ensure your box is packed well and can survive a bumpy trip. Glass bottles and fragile items are wrapped and taped up for a secure transit. We don't want you to experience disappointment by opening up a box full of damaged goods. However, this can take considerable time, and even with our efforts damage can still happen. If your items have been damaged in transit, send us a picture via the chatbox and we'll help you out.
Express
By choosing express your order jumps the queue and is sent via Australia Post's Express service. This is a premium service in which we aim to get your order to you ASAP.
Immediate Dispatch
We charge a flat $10 immediate dispatch fee. This is for when you wish to jump the queue but still have your parcel be sent in an economical matter if you live far away as Express quotes can be very expensive. To see if your order is eligible please contact us via the chat box. It may not arrive ASAP like express orders. If you would like an Express order upgrade please contact us.
Once an immediate dispatch has been requested it cannot be reversed. We will aim to ship your parcel as soon as we can.
Pickup
Pick up from our store in Moorabbin, Vic. Orders are generally ready within 24 hours. Please ensure you receive your pickup ready confirmation email before collecting your order otherwise you may experience a wait time while we gather your order. Please note stock from Online orders and In-store is different, so you may find varying levels of stock.
International
Please check your local food importing laws before purchasing as confiscated items from your local customs and quarantine laws will not be refunded or replaced. International orders can take up to 4-6 weeks.
Authority to Leave
Authorization to leave any parcel on premises is the default option for delivery. You can choose to have your parcel require a signature by leaving a comment in the order comments box. If your tracking link is showing delivered but you have not received your order please contact us.
Holiday Cutoff dates:
- Easter: Last Friday of March.
- Halloween: Second Friday of October
- Thanksgiving: Second Thursday of November
- Christmas & NYE: Second Tuesday of December
- 4th of July: Third Wednesday of June
If you placed your order after the listed date we may be able to expedite your order via Express upgrade. Please note this can be quite expensive. Contact us for more details.
Damaged and missing parcels
For all inquiries about your shipped parcel please contact us via the chatbox or email contact@usafoods.com.au.Please refrain from calling our shop as they are not equipped with the tools to help you with your issue.
If you would have any issues and would like us to review any damage, please provide us proof (image or video) and we will review the claim within 7 days after your order is received.
Best By Guarantee
Your order is covered under our Best By Date Guarantee which applies to best by dates on arrival of your parcel. Some items may not be eligible for a refund.
All parcels sent by USAFoods are shipped by Fastway Couriers or Australia Post Services. If you would like to choose your carrier please let us know in the comments box in your shopping cart page.
Shipping Cost
Shipping costs are calculated based on delivery time, cart weight and distance from our warehouse located in Moorabbin, Victoria.
Standard - Australia Post & Aramex
Choose this option for an economical delivery
It takes us time to pack your unique order's items for secure delivery across the country! Your order is placed in a queue. It is dispatched from our warehouse usually within 7-14 days. It may take longer during busy sale events or holidays. Choose either Australia Post or Aramex. PO Boxes, WA, QLD and TAS orders must be shipped via Australia post.
Express - Australia Post
Choose this option for quick & speedy delivery
Skip the queue and get it faster! This service is dispatched from our warehouse ASAP and we intend to get it to you as soon as we possibly can from Moorabbin to wherever you are in Australia.
Your order is covered under our Best By Date Guarantee which applies to best by dates on arrival of your parcel.Conditions Apply
Pickup
Pick up from our store in Moorabbin, Vic. Orders are generally ready within 1 day. Please ensure you receive your pickup ready confirmation email before collecting your order otherwise there may be a short wait while we collect your order together
International
Please check your local food importing laws before purchasing as confiscated items from your local customs and quarantine laws will not be refunded or replaced.
Authority to Leave
Authorization to leave any parcel on premises is the default option for delivery. You can choose to have your parcel require a signature by leaving a comment in the order comments box.
Holiday Cutoff dates:
- Easter: Last Friday of March.
- Halloween: Second Friday of October
- Thanksgiving: Second Thursday of November
- Christmas & NYE: Second Tuesday of December
- 4th of July: Third Wednesday of June
If you placed your order after the listed date we may be able to expedite your order via Express upgrade. Please note this can be quite expensive. Contact us for more details.
Damaged and missing parcels
For all inquiries about your shipped parcel please contact us via the chatbox or email contact@usafoods.com.au.
Please refrain from calling our shop as they are not equipped to help you with your issue.
If you would have any issues and would like us to review any damage, please provide us proof and we will review the claim within 7 days after your order is received.
If your products have arrived past their best by date and they were not a clearance item as listed in the product title, then please contact us in the chatbox or email contact@usafoods.com.au
Sorry, We do not accept pre-orders at this time. There are many factors to ordering food products and shipping them to Australia. There are many variables that may keep you waiting a significant amount of time for certain items or other issues such as damage, best by dates and pricing.
Instead, we have a NOTIFY ME system that will email you as soon as an item is ready for sale. You can read about how to enable a notification for your favourite product by clicking here.
USAFoods does not show the best by date for each product as it is a time-consuming task that constantly changes whenever new deliveries arrive.
As we are a small family-owned business parallel importing products imported from the USA we can not get the manufacturer's support when it comes to items that don't sell before their best-by date.
You are entitled to a full refund if your item is:
- General Grocery Products within 14 days of delivery*
- Specialty Grocery Products within 7 days of delivery**
- Bulk Products within 14 days of delivery
- Candy & Snacks within 7 days of delivery
- Soda & Drinks within 7 days of delivery
Items not eligible for refunds:
- Exclusive Grocery Products***
- Any Hostess, Little Debbies, Pillsbury Canned Dough Products
- Clearance & Discounted and On Sale items
Items that are past their best by dates are still great and delicious and are a great bargain! We check these products to ensure they are still fit for consumption.
USAFoods wants to remind you to not waste food. USAFoods will never sell you products that are unfit for consumption.
In the event that you do receive an item that is eligible for the USAFoods Best By Date Guarantee, please send us your Order Number and a photo of the product to contact@usafoods.com.au or through the live chat on our website.
- General Grocery Products are defined as items that have 12+ months shelf life from date of manufacture.
- Speciality Grocery Products are defined as items that have 6-12 months shelf life from date of manufacture.
- Exclusive Grocery Products are defined as items that have less than 3 months shelf life from date of manufacture.
Last Updated 16/5/2020
If you have received an item that is expired you may be entitled to a refund under the USAFoods Best By Date Guarantee policy.
Please check your item to see if it the printed date reads: "Expired By" "Use By" or "Best By".
If your product reads "Best By" it is still ok to eat and may not be eligible for a refund. You can view our USAFoods Best By Date Guarantee policy details to see if your items are eligible for a refund.
If you are unsure, you can always contact us in the chatbox below! We're always happy to help out.☺️
The best way to know when a product will be restocked is by using our PRODUCT SUBSCRIPTION system. Click SUBSCRIBE on any sold out product and we'll send you an email once we have stock available for you.
While we do our best to keep items in stock as much as we can, it's a challenging task for a business like ours. Each container has limited space and we import so many products! It also takes a lot of time for our products to be shipped here as they travel via sea accross the largest ocean in the world. Food is perishable, which means we can't import too many as once they pass a certain date, it may not be as best of quality it once was.
If your favourite out of stock product can be found at USAFoods.com.au then we are doing our best to return it back into stock as soon as we can.
Notify Me
If a product is out of stock it will not be able to be ordered. Instead you can click NOTIFY ME on the product page and enter your email address. Once it is back in stock you will be of the first to know!
Products that we don't import a lot of quantity of may be snapped up quickly. This is the best way to know when it's ready for sale again so you don't miss out!
Click Notify Me on any out of stock product page.
Enter your email address and choose your variant size.
Success! You’re signed up. Make to whitelist USAFoods to avoid this message being put into your spam folder.
Sorry, we cannot provide an ETA for your favourite products nor can we reserve or pre-order products.